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Description

Hacking Customer Experience

Can customer experience be the difference between keeping and losing a new customer? What if after winning a new account or client, the experience delivered doesn’t meet the client’s expectations and things go south?

What if by implementing simple customer experience tools and techniques across the business and the team, you were able to delight new customers as well as retain your loyal customers for much longer?

During this presentation and panel, we will hear how success and failure with clients, has led significant and ongoing change to become a more human and customer centric business.

/// what you will learn:

What growth hacking and how it relates to customer experience

How to apply “growth hacking” mentality to customer experience

How to identify customer intangible customer experience pain points and frictions that are affecting your ability to grow

How to onboard and satisfied clients during all stages of a customer journey

/// the speaker(s):

Joe McCord is the General Manager of Web Development & Digital Marketing Agency Digital8. Joe is a growth hacker with a strong reputation for offering innovative solutions to complex business growth scenarios.

Joe enjoys making people happy and as a business person, particularly in agency, he ‘deals with people at scale’. Joes says: ‘I am responsible for my customers, and my customers’ customers. It pains me to feel like I am responsible for the proliferation of negative experiences among people and I work tirelessly to ensure that everybody who I can influence is enjoying their experience no matter what it is.’

Ash Thompson is the Head of Customer Success at the innovative brand management and marketing product platform, Outfit.

Ash helps businesses of all sizes to create unique and streamline branding via the usage of their platform Outfit but is also an advocate for customer experience and walking into someone’s shoes. ‘We always try to make sure that what we do is fun for our clients. I think engagement and emotions are key during any business interaction’.

/// how will you feel after the meet up:

· If you are a 2-4 out of 10 in the subject given, you should be 6-7 out of 10

· Pumped (and perhaps a little tipsy if you went hard on that wine) and clear on why you should bother in applying CX techniques back to your business.

/// who should attend:

· Start-ups, agencies and entrepreneurs who want to learn more about customer experience and its benefits.

· CEOs and founders of established small to large organisations who have faced challenges gaining and maintaining customers or who need help understanding their customers’ needs and desires.

· Marketing, UX or CX professionals who would like a more holistic approach to their projects.

· Anyone passionate about innovation, design thinking and CX, who is willing to do things differently (and be more empathetic while getting business results).

///cool things we’ll give you:

· Door prizes so don’t forget your business cards

· a range of discounts and promotions to make your CX journey a little easier

· Pizza, wine, beer and water

· Things to think about…a lot of them!

· Free cuddles

/// what do we need from you:

· Since we don’t want you to be ‘hangry’, we are asking for a $20 ticket fee ($10 early bird for the fiest 10 tickets) to cover for food, drinks and planning.

· An open mind (don’t worry, we won’t make you try anything dodgy) to absorb the ideas received

· Willingness to apply the knowledge provided

· your email address if you would like to be notified of other Purposeful CX events coming your way

· your input on the topics you would like to see from us in the future

· a selfie or photo with the #purposefulcx event hashtag published on social media or; a written review on meetup.com/purposefulcx so more peeps can know about our events

· Oh…and an empty tummy to enjoy the yummy pizzas that will be served ;)

/// the experience:

· 6:30-7:00: pizza and drinks. You will meet with likeminded people who, like you, want to find a clear path to success in business while being more human-centric and using CX as a channel for it.

· 7:00-7:45: presentation

· 7:45-8:15 pm Q’s and A’s and door prizes

· 8:30: bye byes, group photos and cuddles for those who need one (just ask!)

/// rules of engagement & RSVP:

· we will start presentation at 7:00 pm pm sharp and will do everything possible to finish around 8 so you have some extra time for Q’s and A’s and extra networking

· It is completely forbidden to hand out business cards in batches at this event

· All attendees will automatically our business card draw on the day to have a chance to win great prizes!

· Ticket sales closes on at 5 PM on the day of the event. Tickets can be sold on the spot (cash only) or via meetup/Eventbrite.

· We will take photos and videos of the event for further promotions. If you have any issues with this, please let any of the crew members know.

/// our Philosophy:

· We want to make CX knowledge accessible to everyone and make the world a better place. 25% of our profits go to society.

///call for Volunteers & Sponsors

To ensure our #purposefulcx events are run as professionally as possible we're recruiting volunteers for the following roles for this and future months:

· Greeters: We'd like to have three (3) people help with check-in. We need one person to be downstairs welcoming attendees into the building.

· Icebreaker: We need some to print nametags on the afternoon of each #purposefulcx. The volunteers will ideally have access to a colour printer and cost of printing will be refunded.

· Social Media: We need someone to manage our social media during the event

· Photographers: we need one photographer with a professional camera like Nikon, Canon or similar to take photos we can post the next day

· Caterer: we need someone to look after the pizza, drinks, etc and ensure its all served and packed away.

· Videographer: we need one person to take videos of the event, Q+A’s, testimonials for us to post for future events.

· Contributors and Sponsors: If you represent or know a company that has products, services or other things you'd like to offer to the #purposefulcx community, this month or for future events please email alewiecek@sqrone.com.au and if appropriate we'll make your contributions known to event attendees and to those on our mailing list.

The cost of the ticket for volunteers will be waived.

///a big thank you to:

Fishburners who have provided the space for our event. Fishburners is Australia’s largest community of tech startups and a not for profit organisation. They support over 300 startups in their communities in Brisbane and Sydney and host more than 500 events around Australia. They offer a free one week trial which you can take up here: www.fishburners.org (http://www.fishburners.org/)

See You There!

Thanks in advance to everyone, and again we're really looking forward to seeing what they great #purpusefulcx community has to offer. I hope to see as many of you there as possible!